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ASQ CMQ-OE Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Organizational Leadership	20%	- Quality Culture & Behavioral Aspects - Strategic Planning & Deployment - Performance Measurement & Management - Leadership Principles & Techniques - Employee Development & Engagement - Change Management
Topic 2: Management & Communication	20%	- Negotiation & Conflict Resolution - Presentation & Meeting Facilitation - Marketing & Customer Satisfaction - Customer & Supplier Relationships - Management Skills & Styles - Communication Methods & Barriers
Topic 3: Quality Systems Development, Implementation, and Continual Improvement	20%	- Quality Management Systems (QMS) & Standards (ISO 9000) - Process Improvement Methodologies (Lean, Six Sigma) - Documentation & Control - Risk Management & Prevention - Auditing (Internal, External, Supplier) - Continuous Improvement Tools (Kaizen, PDCA, Root Cause Analysis)
Topic 4: Management Planning & Measurement	25%	- Quality Tools (QFD, CT Trees, FMEA) - Benchmarking & Best Practices - Strategic Planning Tools (SWOT, Balanced Scorecard) - Metrics & Performance Indicators (KPIs) - Project Management Fundamentals - Cost of Quality (COQ) Analysis - Business Performance & Data Analysis
Topic 5: Supply Chain Management	15%	- Supplier Performance & Monitoring - Outsourcing & Vendor Management - Supplier Selection & Evaluation - Supplier Development & Quality Improvement - Logistics & Inventory Management

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ASQ Certified Manager of Quality/Organizational Excellence Exam Sample Questions (Q103-Q108):

NEW QUESTION # 103
The first step in defining; the requirements for any product or service is to

A. conduct a cost-benefit analysis
B. define who will use it
C. form a cross-functional team
D. benchmark the competition

Answer: B

Explanation:
The initial step in defining requirements involves identifying the stakeholders and understanding their needs.
By determining who will use the product or service, we can tailor the requirements to meet their specific expectations and ensure that the end result aligns with their requirements. This step is crucial for effective requirement gathering and subsequent development or improvement of the product or service2.
References: 1: ASQ Certified Manager of Quality/Organizational Excellence 2: ASQ Certified Manager of Quality/Organizational Excellence Study Guide and Handbook

NEW QUESTION # 104
The best use of the cost of lost banking customers is to:

A. Justify an initiative to contact lost customers and entice them to come back.
B. Compare this cost from one accounting period to another.
C. Use these figures to reprimand employees responsible for lost customers.
D. Compare lost-customer costs with costs to obtain new customers, and if the cost of obtaining new customers is greater, refocus efforts on customer retention.

Answer: D

NEW QUESTION # 105
The best way to identify all of the customers of a product is to

A. Ask sales who uses the product
B. Develop a flow diagram which follows the product to see who it affects
C. Conduct double blind surveys throughout the market
D. Ask marketing who buys the product

Answer: B

NEW QUESTION # 106
Which of the following steps should a company lake to improve its customer satisfaction levels?

A. Increase sales or marketing visits to customers
B. Establish a process improvement team in manufacturing
C. Collect data to determine which areas need attention
D. Design policies to improve customer satisfaction

Answer: C

NEW QUESTION # 107
Performance appraisals and coaching techniques are most effective when they are combined to

A. lead employees to higher levels of performance
B. rank the workforce for pay increases or promotions
C. Evaluate the performance of individual duals on a team
D. discipline at-risk employees

Answer: A

NEW QUESTION # 108
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